Better Business Bureau – Serving the Heart of Texas

Community Engagement Coordinator

FLSA Status: Non-Exempt

Reports to: Community Service Manager

Location: Austin, TX

Hybrid Position: 40% in office (1-2 days weekly)

We are an equal-opportunity employer and value diversity at our company. We do not discriminate based on race, religion, ethnicity, national origin, gender, sexual orientation, age, marital, veteran, or disability status.

Who are we?

BBB serving the Heart of Texas is an award-winning organization named a top employer by Austin American-Statesman, among the top 50 best nonprofits to work for by The Non-Profit Times, and one of the 100 best places to work in Texas by Texas Monthly. We are a mid-sized organization with a commitment to growth and take pride in our culture, which includes a strong work ethic balanced with a real sense of fun, work-life balance, and achievement!

Who are you?

Are you looking for an opportunity to work for a reputable company with a positive work environment? Better Business Bureau is looking for a Community Engagement Coordinator to join the team. The Community Engagement Coordinator contributes to the organization’s overall success by supporting the Community Engagement division of Customer Development. This position supports two specific mission-based aspects of BBB Operations. Primarily, this includes supporting and training our staff members that serve our Accredited Businesses(ABs) through addressing inquiries regarding Better Business Bureau profile information, disputes, customer reviews, and accreditation discrepancies. Secondarily, the position supports a high-quality service experience for all ABs, no matter the medium in which they reach BBB.

Essential duties and responsibilities

• Facilitates support for all mission-related services to ABs, including disputes, customer reviews, licensing discrepancies, and government action reporting issues to ensure consistent application by core staff, including weekly support and coordination of trends with the Community Service Manager
• Coordinate and prepare performance metrics for monitoring, including Baseline Success Metrics, key performance indicators (KPI) reporting policies, and local policies for the Community Engagement staff
• Leads and conducts all new hire training and development initiatives, including any ongoing training for existing staff in Community Engagement
• Coordinate initial support to de-escalate issues within the department, including Tier 1 level concerns or escalations relating to BBB operational matters, before referring to management
• Coach and support the Community Engagement division of Customer Development, and inform management of performance concerns when applicable

Qualifications

Required Skills/Abilities:

• Strong written and verbal communication skills
• Understanding of project management principles
• Ability to understand systems and processes
• Ability to work with minimal supervision
• Problem-solver
• Ability to remain agile
• Detailed-oriented
• Time management

Education and Experience:

• High School Diploma or equivalent
• Any equivalent combination of education and experience that provides the required knowledge, skills, and abilities

Perks

• No nights or weekends!
• Flexible 40-hour schedule.
• Medical and additional benefits are available.
• Group rates for health, dental and vision coverage for dependents.
• Tax-free flex spending account.
• 401(k) retirement plan with a 5% match and immediate vesting.
• 10 paid holidays and birthdays off!